CLIENT ADVOCATE - City of New York : Job Details

Job Description

APPLICANTS MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE

Under the direction of the Constituent Communications Supervisor, with considerable latitude for independent action or decision, performs difficult and responsible administrative work by advocation on behalf of the clients to resolve clients phone or written inquiries and stop any adverse action taken when applicable, and providing timely notification to clients regarding the outcome of their inquiry. Each Client Advocate processes about 30 telephone inquiries daily and between 7-8 correspondences cases daily. All case inquiries are data entered into the Intranet Quorum (IQ) system for tracking and monitoring.

The Office of Constituent Services (OCS) is recruiting for a Principal Administrative Associate IIs to function as a CLIENT ADVOCATES, who will:

- Advocate on behalf of clients who call or write to inquire about their case or services with various

DSS/HRA/DHS units to ensure all concerns are addressed, proper resolution is obtained and provides

effective and immediate intervention to stop any adverse actions on cases when applicable.

- Provide excellent customer service with active and empathetic listening skills and a clear focus on the

clients' needs, interacting in a professional manner and handling frustrated callers in a calm, reassuring

demeanor.

- Use multiple computer systems to research and resolve inquiries while conversing with callers, using

most HRA database systems, including the Welfare Management System (WMS), New York City Work

Accountability and You (NYCWAY), Paperless Office System (POS), HRA One Viewer, etc., to determine

and assist with the next steps to resolve the constituent's issue.

- Liaise with Job Centers, SNAP Centers, Medicaid offices, HASA, other HRA programs, and other

government agencies to take the necessary actions on cases, and let the constituent know the outcome

by phone or letter.

- Review and prioritizes inquiries received as telephone calls and as written inquiries by email, fax, and

mail from participants and applicants in BRA programs, elected officials, and the general public.

- Report findings by summarizing and writing on cases into clearly organized and plainly communicated

letters, emails, and memos, including written responses that are sent to constituents on behalf of the Mayor

and the Commissioner utilizing templates available in the Intranet Quorum (IQ) system.

Work Location:

4 World Trade Center, New York, NY 10007

Hours/Schedule:

Monday-Friday, 9:00 a.m. to 5:00 p.m.

Qualifications

1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or

2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in 1 above; or

3. A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in 1 above;

4. Education and/or experience equivalent to 1 , 2 , or 3 above. However, all candidates must possess the one year of administrative or supervisory experience as described in 1 above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in 1 above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3 years.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.